Mark Dickman

Colorado Springs, CO ***** 513-***-**** ad4k68@r.postjobfree.com

DIRECTOR / PROGRAM & PROJECT MANAGER

Experienced in the management of: Information Technology (Config Deploy Upgrade Migrate; Project Management); Healthcare, Manufacturing / Operations and Finance. Successful 18 years of work experience, with 12 years of management experience, including a mid/senior-level position. Comprehensive MBA business/technical skill set and expertise in effectively implementing and driving results by balancing process improvements and technology solutions. Intense customer focus who understands how to manage a program or project, effectively communicating to all levels of leadership / stakeholders and delivers results. Proficient problem-solver and motivated achiever who can utilize process improvement and change management skills while applying common sense solutions to create tangible deliverables and timely solutions.

EXPERIENCE

Worldwide Technology, Greenwood Village, CO 80111 2023 - 2024

IT Consultant (Contract)

Client: Bank of America, Corporate wide rollout and upgrade to Office 365, email, OneDrive and SharePoint online.

Leading the Identity Access and License workstream – working extensively with program team and across all workstream leads to complete rollout of O365 to all 300,000 employees by end of 2024.

Developed automated tool to support large “batch” user migration rollout schedule. Tool automatically assigned appropriate policy and M365 product licenses that support M365 product rollouts.

Fully documented the newly IAL automated tool. Worked with numerous team to gather and document “operations manual.

Worked extensively with Cloud and Cloud Migrations (Microsoft)

Supported and mentored SME’s in the use of JIRA and Kanban board for Identity and Access Management.

Worked extensively across multiple business groups and all technical developers in support of the M365 program and new tool development and deployment.

Citizens Bank, Johnston, RI 02919 2017 – 2023

Vice President, Program Manager / Scrum Master

Desktop Transformation Project

Project Manager, Workstream Lead / Overall Program Manager

Corporate wide upgrade of Win 10 operating system, Office 365 upgrade, Email and PST data migrations, new and updated security components and new 3-year lease model for all laptop/hardware Dell devices.

Led team and O365 workstream and upgraded Citizens organizations -Email, Microsoft Suite – Word, Excel, PowerPoint, and OneDrive from on premise solution to Cloud deployment.

Took lead role as technical writer in working directly with overall program manager and team to document changes for end users. A what’s changed document and what is new from user perspective.

Asked to take over the overall DTP program management efforts and worked extensively with Citizens senior leadership and all workstream leads to complete the DTP rollout for ~21,000 employees.

Worked extensively with Cloud and Cloud Migrations (AWS)

Agile / Messaging PODs

Scrum Master

Assigned as the Scrum Master for Messaging POD. Objective was to deliver a more modern and secure email and calendaring solution through O365 and to upgrade Active Directory to a modern functional level.

Worked with EO/PO’s and ran multiple teams/PODs and associated sprints for messaging improvements.

Leveraged technical writing skills to help create and write complete and accurate stories with scrum team during multiple sprints.

Performed all of the normal Agile ceremonies : established and worked from active backlog; Mentored team to enhance story writing; Ran daily scrums; Helped product owner with backlog grooming; Sprint completion and lesson learned and reviewed metrics of burn down and planning of all future sprints..

M&A, Investor Project

Project Manager, Workstream Lead – Vendor Management

Integration of Investor Bank infrastructure, network, and end user technology.

Investor Branch Migrations: Technical writer / vendor engagement --worked extensively with multiple vendors to create individual SOWs to support decommissioning of legacy Investor Bank workstations and new equipment setups of Citizens supported branch workstations (teller and platform stations) for 135 branches. Led the Desktop Command Center through weekend deployment (Big Bang conversion) and stood up 135 branch locations.

Investor User & Data Migrations - Mortgage MLO’s / Operations and Wealth users – Led and supported user migrations of E-mail and OneDrive files from business lines from Investor Bank.

Legal Day 1: after formal approval from the Federal Government in support of the merger between Citizens and Investors -- supported and secured first time logon and setup of 1,700 Investor employees.

Mortgage Servicing Improvement / Regulatory & Compliance Projects

Mortgage servicing rule changes project, Servicing Rules Update Project. Helped deliver the process/procedure/training updates for Equity Loan Servicing/Default areas.

Mortgage originations & servicing regulatory changes Project - TRID 2 Project. Managed a 9+ month initiative to update the Home Mortgage loan origination application, Empower.net and its supporting processes.

Fifth Third Bank, Cincinnati, OH 45227 2012 - 2017

Vice President, Sr. Program Manager

Consumer Business Support Services

Managed team of 6 – 8 project managers within the Consumer Bank Support Services (CBSS) group at Fifth Third Bank. The project management team provides support to the Consumer Bank lines of business of Retail / Financial Centers, Mortgage Originations and Servicing, Indirect / Direct Auto, Business Banking and Collections and Default.

Managed team’s portfolio of 25-30 active projects for Fifth Third CBSS.

TRID, TILA / RESPA Project - Managed an 18+ month initiative to prepare and support new regulatory changes from CFPB or consumer protection for bank’s mortgage division / organization and affiliate model.

External Vendor Partner Agreement & Program - Managed initiative to establish an external services agreement (SOW) and first campaign. Recapture rate at this bank is 56%. The goal was to increase this to 75% and achieved.

Mortgage Re-engineering Project (Fifth Third Bank)

Managed a 12+ month initiative to standardize, lean, automate and develop metrics around all processes for a large bank’s mortgage division organization and affiliate model across US footprint.

Improved the funded loans per FTE rate by 25%, reduced the end of month rush rates by 52%, implemented 100+ system/process improvements and reduced the overall FTE headcount by 16%.

Systems Evolution, Inc, Cincinnati OH 45249 2006 - 2012

Senior Consultant

Client: Fifth Third Bank - Hub –n- Spoke Model - Mortgage Fulfillment. Managed a 24-month initiative to regionalize a large bank’s mortgage division and delivered savings of $4+ million dollars annually. (June 2009 to April 2012)

Client: Luxottica - International Retailer & Manufacturer - Established PMO and SDLC IT methodologies. (Nov 2006 to June 2009)

Hillenbrand Industries, 1069 State Route 46, Batesville, IN 47006 2000 – 2006

DIRECTOR OF INFORMATION TECHNOLOGY

Global Healthcare Medical Products and Service Provider

Introduced and provided information technology governance and AIP management in a globally matrixed IT organization and developed, administered, and controlled the EMEA IT budget in excess of $5.5 million based in Paris, France.

Responsible for Europe, Middle East, and Africa (EMEA) Information Technology leadership spanning 10 countries throughout Europe, including European infrastructure outsourcing partnership with IBM worth $19.2 million.

Responsible for establishing a Global Program Management Office (PMO) to improve service quality, improve business link, and drive process improvements.

Designed and executed internal SDLC process improvements resulting in better project delivery and also initiated a Project Portfolio Management process to improve project selection and resource loading decisions cooperatively with business partners.

Facilitated strategic and tactical IT planning across multiple European Business Units and regions and successfully managed and directed all activities for a geographically-dispersed staff and multi-cultural team across France, Germany, United Kingdom, Italy, Spain, Netherlands, Sweden, Austria, Switzerland, and Ireland.

ADDITIONAL INDUSTRY & EXPERIENCE

Extensive Vendor Management Experience; Establishing PMO, Help Desk and rollout

Manufacturing and Operations - Shop Floor

Manufacturing Technical Lead, ERP Selection, and Implementation Core Team Member

EDUCATION

Master of Business Administration (MBA) - Indiana Wesleyan University

Bachelor of Science - Ball State University

CERTIFICATIONS

Certified Scrum Master - Six Sigma Global Institute (SSGI)

JIRA Apprentice Badge - Citizens Bank

JIRA Practitioner Badge - Citizens Bank

Lean Manufacturing – Toyota Sewing System

The Project Success Method (Waterfall) – YCA Solutions

Lean Six Sigma Yellow Belt (SSYB) – 6sigma!

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